Complaints
This profile includes complaints for U-Haul International Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,089 total complaints in the last 3 years.
- 593 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7/24, my wife made a reservation online with uhaul to pick up a truck which we specified to be dropped off at another location. I held the truck for one more day and noticed the truck exhibiting driving issues. I delivered the truck to the location noted online and the facility explained that I was to drop it off at the original location despite no one informing me of this. I noted the issue with the truck and it was determined via the shop owner that the truck was faulty and will need to be towed to the original location. I left and received a charge for 195$ for dropping the car off at the wrong location. I call Uhaul and was told that my refund would be under review. I called back a second time and spoke to a *********************** who noted that he would issue a refund. He sent me an email **************************************** and noted he would ensure that I received my refund. He did not send a refund, has not answered emails and my last call verified that he did NOT note our conversation and that was refund was denied despite multiple attempts to provide context. I spoke to another manager who noted the information and then my call was mysteriously cut off. I am getting the run around regarding my refund. Attached is proof from the shop regarding the fault truck status.
Business Response
Date: 07/29/2022
July 29, 2022
BBB ID#: ********
********************** Ref#: 3844512
Dear Ms. ********************** you for your concern for our customer ********************.
Our records indicate the refund ******************** requested for the wrong destination fee in the amount of $190.05 was issued back to him by Zelle payment. He was sent a copy of the receipt for his records.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:07/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I rented a cargo van from U-Haul, Chelsea *** 5/18/2022. When I returned the van, their agent, Mr. ********************** informed me that he was going to charge me a $25 dollar cleaning fee, since there was a box and some packing material in the back of the van. I told him no, I would remove the box and packing material myself, which I did. He charged the $25 dollars anyway, and also stated that the gasoline was low, and charged me $9 dollars for fuel. This is fraud/theft. My credit card company was unable to help. Please help me with this dispute. Thank you, *********************Business Response
Date: 07/29/2022
July 29, 2022
BBB ID#: ********
********************** Ref#: 3848687
Dear Ms. ********************** you for your concern for our customer ************.
Refunds for the $25 Cleaning Fee and $9.38 extra fuel expense were issued back to ************** **** account as requested. Please be assured the information ************ provided has been directed to the *************** involved to ensure proper procedures are being followed locally. Refunds can take up to 5 business days to post to a credit card.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:07/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I returned a rental truck on June 9th, 2022 and never received refund for the $60 deposit for the dolly I rented from them. I returned it in the *********** have a picture of it. I called U-Haul multiple times and after an hour of being on hold the call drops. I called the supervisor at the U-haul where I returned the truck and dolly and he said he checked it in. I'd like to get my $60 deposit back. Contract # ******** Ref # ************Business Response
Date: 07/30/2022
July 30, 2022
BBB ID#: ********
********************** Ref#: 3846647
Dear Ms. ********************** you for your concern for our customer ************** *****.
Ben Shock, our President for our Central ******* **************** followed up on the information ************** ***** provided and sent her the following email in response:
********,Sorry for the delay here. We have refunded the $60 to the card on file from the rental. This will usually take 3-5 business days to reach the account. **********
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:07/28/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Rented a Uhual at this location for a pickup at 12 noon. Got to the location to pickup the truck and upon inspection the truck was dirty , the wheel dolly was used and the cover blankets. In addition the truck had a funny smell to it. All of which was documented. After picking up the truck it started running really funny like it wanted to cut off. About 20 minutes after we got the truck loaded with a full house it cut off on us abs wouldnt restart on the highway. We called Uhual roadside assistance which informed us that because if the time of night they could not find a provider to tow it . So we sat on the highway from 12 midnight to about 7 am and ultimately had to call a private towing company for service . The truck was towed to our new house location and the place in which we rented the Uhual was contacted . The manager ******** got on the phone and could care less about the ordeal we had experienced and refused to extend the rental in order to give us time to unloaded the truck and then return it as we would need it towed to that location. His concern had nothing to do with the functioning of the equipment but he rather called us liars saying there are no notes from roadside in the system so this basically didnt happen . Although we have a receipt from the towing company . He also was being ignorant and said he is not extending the equipment because there is another family waiting for it and what is he suppose to tell them ? He then proceeded to disconnect the call on me after his heartless behavior! Currently I am out of hundreds of dollars because of this and still trying to unload this truck and get it over to the location ! This location has done nothing help and has cost me so much moneyBusiness Response
Date: 07/30/2022
July 30, 2022
BBB ID#: ********
********************** Ref#: 3846374
Dear Ms. ********************** you for your concern for our customer ************.
*********************************, our President for our North ************ **************** followed up on the information ************ provided and sent him the following email in response:
Good evening, I want to begin by apologizing for the troubles you encountered during your most recent move. Here at U-Haul we pride ourselves with making sure the needs of our customers are met. I will go ahead and provide a full refund for your tow. Please allow 3-5 business days to process the refund.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalCustomer Answer
Date: 07/30/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*****************
Initial Complaint
Date:07/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I just got off of the phone with a ******** who had the nastiest attitude!! I made an online reservation for Until #**** which was to begin on July 31, 2022 when I returned to *******,*****. It provided a code so I could do a self check-in. (Picture of Order summary attached). ******** calls me and says that either I move in today or get another unit on July 31st. That is not what the U-Haul order summary says. So I would have to agree to move in a unit I do not want and did not order. U-Haul and others needs to know this is not how you do business. I will be reserving a space elsewhere and would not recommend this U-Haul location for storage to anyone.Business Response
Date: 08/04/2022
August 4, 2022
BBB ID#: ********
********************** Ref#: 3858210
Dear Ms. ********************** you for your concern for our customer ****************.
*********************, our President for our North ****** **************** followed up on the information **************** provided. He informed our office he spoke to **************** and listened to her concerns. He offered his apology for the way she was treated over the phone and assured her he would follow up on the information and take corrective action as needed. *************** relayed she did secure a storage unit at another U-Haul location and was happy with the service there.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:07/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I rented a car hauler and turned it in on time by the date listed on the contract, i was later charged for it being late and contacted corporate to resolve the situation. Months later I was sent a message by my bank saying 80 dollars was taken out of my account without my permission by U Haul I called and asked what the deal was and they said I owe them almost **** dollars in late fees after I was told the conflict was resolved and I had already given proof the trailer was never late and provided pictures of the trailer returned to the facility. They are still trying to constantly charge me after I told them that they had a mistake and they told me that there was a mistake and would stop trying to charge me and a manager would be contacting me to fully resolve it and both of those things has yet to happen, Im extremely frustrated with them and have tried to call the location trying to charge me and they never answer and I have tried to contact them at least 20 timesBusiness Response
Date: 07/28/2022
July 28, 2022
BBB ID#: ********
********************** Ref#: 3772068
Dear Ms. ********************** you for your concern for our customer ******************.
***************************, our Field Manager for our Coastal ************** **************** followed up on the information ****************** provided. She informed our office she left a message for ****************** offering her apology for the inconvenience he experienced and delay in resolving his concerns. She advised him she had the Promissory Note cleared of the balance and had a refund for $80 issued back to his Master Card account for the payment drafted from his account. She left her cell phone number if he wished to speak to her. Refunds can take up to 5 business days to post to a credit card.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:07/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Sunday July 25, 2022 I rented a uHaul truck from Uhaul of Chantilly. ****** it up at approximately 3:15. The gas tank was roughly at 1/8. I drove from their location to my house - about 8 miles. ****** up some furniture that needed moving and dropped the furniture to a storage unit some 5 miles away from my house. From the storage unit, I drove 4 miles back to uHaul. I stopped at the gas station, refilled to 1/4 tank in the way. The total trip must have been around 20miles. I dropped off the keys just shy of 5:30. When I received the ****, I found out I have been charged for a total of 98 miles plus $11 for gas. Per agreement with uHaul, one does not pay gas if we return it with the same amount as we picked up. Officially, they recorded I returned the pickup truck at 6:30, well after an hour I actually dropped it off. The cost of the trip totaled $107.41. The estimate I was given was just $34. Mistakenly, I forgot to check mileage before leaving uHaul with the truck but I have two witnesses to vouch my trip was around 20 miles. ******* was unsuccessful as they hanged up on me twice now. Attached is a series of pictures with sample route obtained from ****** maps estimating the trip I took. The following link should link to ****** maps with that same route https://goo.gl/maps/4kb1vHRgHrzCFFYP7 Attached is also a picture of the **** I received.Business Response
Date: 08/02/2022
August 2, 2022
BBB ID#: ********
********************** Ref#: 3856996
Dear Ms. ********************** you for your concern for our customer ***************************************.
***************************, our Executive Assistant for our Northwest ******** **************** followed up on the information *************************************** provided. He informed our office he spoke to *************************************** and confirmed the difference in what she should have been charged and what she was actually charged was approximately $73.21. ****************** offered his apology and advised her of a refund for $75 he issued back to her **** account. He asked her to call back if she had any other concerns. Refunds can take up to 5 business days to post to a credit card.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:07/25/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had a storage with Uhaul for less than a year. Within this time frame I have had my rates increased, twice.After receiving notice of the second increase I reached out to the company via email to inquire on why a second increase in less than a year and under what authority such frequent increases are allowed. I have yet to hear back.Earlier on in my tenancy with Uhaul I had complained about what I felt was an infestation. I provided evidence of this situation and raised other issues. This appears to be an issue of targeting a consumer. If Uhaul is unable to provide a reasonable explanation and authority for the frequent increases, I would like all monies except for the amount originally agreed upon, returned.Business Response
Date: 08/11/2022
August 11, 2022
BBB ID#: ********
********************** Ref#: 3856163
Dear Ms. ********************** you for your concern for our customer ********************.
*********************, our GM at our U-Haul Moving and Storage of Bramalea, followed up on the information ******************** provided. He informed our office he spoke to ******************** and discussed her concerns. He explained weve had an increase in rates due to the cost of upkeep at the storage facility. ************ also relayed our storage facilities are very clean and insect free. He asked her to call him back if she had any questions or concerns in the future.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalCustomer Answer
Date: 08/11/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*****************************
Initial Complaint
Date:07/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Made an appointment two days prior to arrival. Appointment was confirmed via email. Arrived **** was not able to speak to employee due to slow employees and long line. Spoke to employee at **** once the line moved up to where I was at the counter. Advised them of issue. They advised it would be another 30 minutes before they get to my truck. The install job is 30 minutes. They charge 45$ Per 1/2 hour. I asked employee for manager number, he recursed. 30 minute wait past appointment time, 30 minute wait before they get to my truck, 30 minute wait before they finish. I want to be compensated for my time, I had other appointments I have to miss because of the ignorant employees and slow service. I paid 240$ for this service.Business Response
Date: 08/04/2022
August 4, 2022
BBB ID#: ********
********************** Ref#: 3856155
Dear Ms. ********************** you for your concern for our customer **************.
***** Rome, our President for our *********** **************** followed up on the information ************** provided and sent him the following email in response:
*************,I am reaching out to you regarding your recent experience with our ***********,** location. I am aware you had to wait an excessive amount of time first only to be informed that the hitch mechanic was backed up on the previous install which caused further delay. I have reviewed and discussed with the team at the ****** location for ways to improve our service. As a result of your delay I will be processing a $50 guaranteed reservation refund to your account. You should see this amount refunded to your account within 3-5 business days. I appreciate your feedback as it provides us the opportunity for improvement. We apologize for any inconveniences this may have caused. If there is anything we can assist you with in the future please feel free to reach out to us. Thank you, ***** Rome
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:07/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Towards the end of May/beginning of June, I had four (4) Uhaul boxes delivered to my apartment in **********, ** . I had a reservation that included u haul box drop off/pickup , storage, transfer/storage to Washington , and drop off at my new apartment. I was quoted at around ***** for the entire service (pickup to dropoff). I have been charged about 600$ more than originally agreed upon , and UHAUL states that rent for storage and delivery are all separate from the original quote that only covered state transfer. That was not mentioned or disclosed before and that is not what I agreed to. I would have never chosen this business if this has been disclosed. I previously called to get my boxes delivered on 07/15/2022 and they somehow did not schedule that delivery. Now they are saying it will take two additional weeks which will mean another month of storage , another month of storage fees, and an additional delivery fee. At this point I believe they are purposely holding my items longer in order to have me incur additional fees. None of this was agreed upon before hand. We have tried calling several times only to be disconnected or told that we would be called back we have yet to hear from UHAUL. No one has made any attempts to assist or help resolve the issue we are having. We keep running into dead ends. I dont understand that despite asking for our boxes to be delivered, they cannot facilitate the covered services and now I am being asked to front an additional **** based on their failed logistics. I am also pregnant and this is causing me undue stress and making it very difficult to manage my daily life. I have no way to **** or properly rest. I cannot afford additional fees , I need my belongings, and they will not even assist in having other options for my items to be delivered. This service was supposed make moving easier , and it has been the most difficult move I have ever made. Can someone please help me ?Business Response
Date: 08/07/2022
August 7, 2022
BBB ID#: ********
********************** Ref#: 3808623
Dear Ms. ********************** you for your concern for our customer ******************.
*********************************, our President for our *********** ********************** followed up on the information ***************** provided. He informed our office ****************** was left a message requesting a return call. After reviewing her charges, the shipping of the **Boxes came to $4,844 and the delivery cost was $566.36 for four boxes. Her monthly rent of $460.67 was for months of June and July. He found no overcharges, which will be explained when she returns their call, if not already.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul International
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